Is there something beyond the ubiquitous customer survey, the survey offered after almost every customer journey to the contact center, looking for help? Recently CallMiner released a CX Landscape Report. In that report, we learn in this podcast, are insights that will allow people to scan a larger horizon and understand the larger picture of CX today. Eric Williamson, chief of marketing at CallMiner, walks us through the report. In 2023, customers will remain loyal and even increase their spending with the companies who continue to offer the products and services, as well as deliver the experiences, that many have come to expect during the pandemic. We learn what the opportunities are, but also the consequences of falling behind might be. Williamson discusses key takeaways from the report and offers some idea for people to act now on data that is available. We learn about insights form the report and how those insights could help guide an organization to improve CX.

Williamson argues that the survey, which is solicited data, needs to be augmented with unsolicited information. “There’s a direct linkage between employee experience and being able to deliver high quality customer experience,” Williamson notes, adding that agent satisfaction is basically an ingredient to CX.

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